Remote support settings

The remote support worksheets specify whether you want outbound (call home) or inbound (remote services) remote support, or both.

Ensure that you enable both outbound and inbound support to help you maintain the highest availability of your data.

When you enable outbound (call home) remote support, your management console sends an electronic call home record to support when there is a problem within the storage complex. If inbound remote service is also enabled, a technical service representative can securely sign on to the management console from a remote location in response to the service call.

The storage system uses secure Internet SSL connectivity for the outbound (call home) remote support connection.

Assist On-Site (AOS) is available as a secure inbound remote service option. AOS provides a mechanism to establish a secure network connection to IBM® over the internet by using SSL encryption. AOS can be installed on a customer gateway server in a DMZ or, if your security guidelines allow, it can run directly on the storage system.

In addition to AOS, you can also use 'rsc' (remote support center). It is a simple SSH proxy based remote service solution which can be used if AOS does not meet your security guidelines. Contact your technical service representative for more information on rsc.

Remote code load (RCL) requires outbound (call home) remote support, and either AOS or rsc.

The management console can also be configured to offload error logs to IBM over the Internet by using FTP. This option is normally only used when the customer does not want to send error logs over an encrypted connection.

For any of the remote support connectivity methods, you can use the data storage command-line interface (DS CLI) and its audit log feature to review who completed any remote service on your storage system, and at what time the work was completed. Contact your technical service representative for more information on which service actions are completed remotely. You can also use DS CLI to control network and remote service access to each management console and the storage system.

The IBM AOS Redbook at provides additional information on AOS as a secure remote service solution.

When you configure a proxy server with AOS or Call Home configuration settings, you can install and use your own certificate if needed. For more information, see the IBM DRI System Connectivity and Security document at https://www.ibm.com/support/pages/ibm-dri-system-connectivity-and-security-v335.

You must complete the worksheet for all installations that include a management console.